Senior Storage Technical Engineer

At IBM, work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so, lets talk.

Your Role and Responsibilities
The Multi-Vendor Services Storage Team in Sofia is expanding, and we are looking to hire Storage Technical Engineers tasked with sharing technical expertise and resolving technical issues for IBM clients worldwide.
What we offer:

Access to specialized OEM education – virtual and instructor led.
Access to fully functional lab facility for education purposes and problem recreation.
Opportunity for achieving formal OEM certification (e.g. NetApp NCSE, NAHSE).
Diverse job role structure giving opportunities for growth within the team.
Flexible shift pattern.
As part of the job, the Storage Technical Engineer would have the following responsibilities:
Perform problem determination/fault isolation by analyzing support logs and diagnostic data.
Use specialized diagnostic tools to isolate complex client problems.
Interpret online manuals and available documentation aiming faster issue resolution.
Use lab hardware to re-create customer configurations to replicate failure scenarios.
Collaborate closely with L3 support teams to drive fixes on complex and critical issues.
Provide real time assistance to field technicians to resolve critical client technical issues.
Demonstrating soft and technical skills that contributes to client satisfaction.
Adhere to the set working schedule, supporting 24×7 shift operations and on-call coverage.

Required Technical and Professional Expertise
Education and professional experience:

Bachelor’s Degree (or equivalent) in Computer science or similar technical field.
At least 3 years of experience in a technical support role – Remote support or Administration.
Experience providing technical support or administration for storage products with focus on the following OEMs: HPE, NetApp
Experience in customer facing roles.
Skills and competencies:

Excellent command of spoken and written English (B2-C1 level).
Excellent soft skills, active listening/reading, sympathy, explain clearly and set right expectations.
Good planning and organization skills.
Excellent computer skills, including MS Office and web navigation.
Troubleshooting and analytical thinking skills to identify and resolve problems.
Customer-first mindset with high sense of ownership.
Ability to quickly learn and absorb new concepts, terms, and vocabulary.
Ability to research and self-study to find solutions to unknown issues and generally improve oneself.
Ability to manage complicated requests and irate users.
Understanding of multi-vendor enterprise storage technologies including software defined storage, storage virtualization, and network & fabric attached storage devices.
Knowledge of storage networking SAN/NAS standards and protocols (Fibre Channel, iSCSI, NFS, CiFS, etc.)
Previous experience in storage and systems architecture in an enterprise environment.

Preferred Technical and Professional Expertise
Preferred Expertise:

Experience with UNIX/Linux OS and virtualization technologies.
Knowledge in TCP/IP concepts.
Experience with Cluster/HA environments.
Previous experience in delivering technical education will be considered an advantage.
Industry recognized associate, professional, or expert certification.
Second foreign language will be considered an advantage.